Email Client Template - Outgoing email display name (Custom)

[Desmo]

Hello,

Help. Looking to set the Reply to field in an Email Client Template based on a Company. For example:

Table: Incident

Condition: Company is ABC

Reply to: ABC Support

Although, I am able to put "ABC Support" in the template, when I receive the email, it still uses System Properties > Email > Outgoing email display name (e.g. "Help Desk") > (the name set in this field).

I know it's possible to set this in the From field in an Email Notification. How can I put a custom display in the Reply to in an Email Client?

Thank you,

Charlie

[alexandrabellog]

Hi Charlie,

have you seen this wiki link:

Enabling the Email Client - ServiceNow Wiki

In that example, they have added the From field but I believe it is possible to do so also for the Reply-to field as mentioned in: Enabling the Email Client - ServiceNow Wiki (section 4 - the Reply to line in the table).

So the idea would be to display the Reply to field (Enabling the Email Client - ServiceNow Wiki) and then create an email client template which overrides the default value (as per the description in the two above-mentioned links).

Hope that helps.

Alexandra

[Desmo]

Hi Alexandra,

Thanks for the response. I did see the Wiki article and have applied the Email Client Templates for our instance.

However, the Reply to field can only use [from what I know] values from system properties, such as "User email (glide.email.user) and Outgoing email display name (glide.email.username) system properties."

The value I'm trying to place in the Reply to field is not a system property, rather, just a custom value (i.e. ABC Support). Technically, I can put ABC Support in the Reply to field in the Email Client Template and save it. But, when the template is used (sent), the "ABC Support" does not actually display (make it to) the recipient. The From will display whatever is in System Properties > Email > Outgoing email display name .

Regards,

Charlie

[Desmo · Accepted solution]

I was over-thinking the solution. It's an easy fix.

1. Go to System Policy > Email Client Templates
2. Click New
3. Right-click the Email Client Template header; select Personalize > Form Layout
4. Add From field.
5. Save
6. Enter custom name in From field.
7. Save